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Advanced Drainage Systems, Inc.Digital Transformation Professional, Customer Experience Program
Apr. 2022United StatesLed enterprise process transformation across Order Management using low-code tools, automation, and stakeholder-driven change strategies to improve quality, compliance, and scalability. Intelligent Automation: Deployed document processing automation achieving 65% automation and 88–92% field automation, deferring headcount growth during 3 years of volume increases. Directed 4 automation releases improving accuracy, adoption, measurement capability, and business value. Digital Document Compliance: Replaced paper-based BOL workflows across 70+ sites. Achieved 99% 48hr SLA compliance and 99% document acquisition compliance. Developed and implemented acquisition rate and SLA frameworks for balanced scorecard to improve results visibility. Enterprise UAT Execution: Led UAT for a 13-system Order-to-Cash pilot involving 70+ testers across 34 geographies and 9 business units. Achieved a 98% pass rate. Standardized defect lifecycle, prioritized test scenarios, and drove issue resolution. Change Management: Built and successfully deployed a gamified, fantasy-themed engagement model (“Hero,” “Quest Weaver,” etc.) to increase cross-functional adoption of Agile practices for stronger collaboration among business and analytics teams. Created AI-animated training personas and curated wikis to simplify technical onboarding. Business-IT Alignment: Developed custom Microsoft Co-Pilot chatbot for requirement capture, empowering non-technical users to clearly communicate needs to tech teams. Advocated for democratized improvement using citizen development and Power Platform. Strategic Impact: Enabled processing of 900K+ purchase orders and hundreds of thousands of BOLs. Co-created an audit-aligned capital project document repository framework post-go-live. Fostered team trust through writing support, automation, and collaboration coaching.
Advanced Drainage Systems, Inc.Manager, Order Management
Jun. 2020 - Jan. 2023Franklin, Tennessee, United StatesLed Order Management operations for over 50% of U.S. business volume, overseeing supervisors, service coordinators, and customer service representatives across a high-visibility, high-volume contact center. Provided day-to-day operational leadership, while aligning people, processes, and tools to broader strategic transformation initiatives. Team Leadership & Development: Coached and empowered multi-level teams to deliver exceptional customer service across order entry, fulfillment support, and delivery coordination. Elevated morale and retention by introducing structured coaching, refining SOPs, and improving performance metrics. Turnaround Success: Reversed high turnover and underperformance in a key service location by optimizing workflows, rebuilding leadership trust, and strengthening vendor and cross-functional partnerships. Quality & Service Excellence: Reduced order error rates below company benchmarks for the first time in site history, improving both internal efficiency and customer experience. Site Virtualization & Closure: Orchestrated the closure of a physical service center in London, OH while virtualizing operations. Managed full contract wind-down, asset relocation, e-waste handling, and lease termination in coordination with Real Estate Counsel, ensuring business continuity, maintaining service delivery excellence, and overall compliance. Strategic Alignment: Acted as Interim Manager for Learning & Development while leading operations teams, advancing team readiness and onboarding strategies. Represented Order Management in strategic automation and customer experience programs. Led successful strategic restructure of OM department including workflow, call routing, systems and personnel changes, change management and communication resulting in stronger alignment of work types, level workload, overall efficiency gains.
InnoSourceOrder Management Manager for Advanced Drainage Systems
Jun. 2020 - Aug. 2021Middle Tennessee, United StatesInnoSource is a leading staffing agency and data solutions provider, providing recruit to order solutions for small to medium and fortune 500 companies. The Order Management Manager is responsible for leading, coaching and developing a team of supervisors, service coordinators and customer service representatives within the Order Management department in all aspects of daily business. This includes accepting and processing customer orders in a timely and accurate manner, determining and meeting customer requirements and expectations, assisting in the sales and delivery process, and meeting service level expectations. This position is recognized as a leader, sets the example, facilitates growth in their team, empowers their team to give the customer exceptional service, and provides hands-on support when necessary. The Order Management Manager is also responsible for aligning team and resources to strategic initiatives within the Order Management function.
Self EmployedConsulting & Volunteer Work
Jan. 2019 - Jun. 2020Providing startup consultation aimed at strategic networking, risk management, strategic prioritization. Community volunteer.
VerizonSr Manager, National Customer Service Operations & Digital Services Delivery
Sep. 2017 - Dec. 2018Greater Nashville Area, TNAs Customer Service Channel Lead for the online transformational efforts, delivered improved business architecture impacting millions of digital customers. Results were improved revenue and cost metrics. • Facilitated ongoing Digital Services capability assessment
• Advocated for Customer Experience Design needs and requirements
• Facilitated cross organizational alignment and road mapping for web site feature priorities
• Performed continuous agile risk assessment, mitigation, and response planning - Arranged and participated cross functional user testing and customer experience testing
• Performed results analysis
VerizonSr. Manager, National Customer Service Performance Reporting and Analytics
Sep. 2013 - Sep. 2017Greater Nashville Area, TNThis enterprise organization provided Customer Service reporting in support of executives, ad hoc, performance results, decision support, business intelligence, root cause assessment. To do this, this organization extracted, transformed and loaded data for standardized reporting databases, and developed logic for non-standard reporting and analysis. I led a team of creative project managing database architects related to logic development, data Integration, reporting project portfolio management, issue management. • Designed and led the development of a Quality Management System for business intelligence assets. This involved prioritization of assets, threat assessment, business analysis, and development of a monitoring system, mitigation and response plan. • Supervised the facilitation of system integration efforts with reporting and data systems and elicited and organized requirements for large scale reporting projects. • Initiated multiple data acquisition projects and set standards to increase the capacity for process improvement and benefits realization. • Portfolio Managed multiple reporting and data project portfolios in an environment benefitting from Scrum development principles. • Conceived, developed and implemented an award-winning management and entry level training program including Lean Six Sigma to facilitate a transformation from data delivery to data innovation and decision support expertise. • Improved project backlog processes, reducing time to implementation, reduced rework, improved quality and project acceptance. • Completed Lean Six Sigma training for Black Belt, and Workout Facilitator, and delivered a stretch Lean Six Sigma defect project reducing a workload fallout from over 30% to under 10% in less than six months.
VerizonSr Consultant, Converged Solutions Operations
Sep. 2012 - Aug. 2013Murfreesboro, TNVerizon Wireless, along with several MSOs including Comcast, Time Warner, Cox, and Bright House entered into a short-lived technology joint venture for the development of technology to better integrate wireline and wireless products and services, as well as cross selling each other’s services. I worked on the Customer Experience design team designing and delivering the software infrastructure to support the intended joint products and services from customer intake, to customer support. • Performed business analysis, elicited requirements, generated user stories and use cases, facilitated stakeholder agreement internally and externally, communicated with vendor, inspected and managed results, developed vendor contract expertise, customer experience journey mapping, and specified a suite of reports to assess growth, composition and retention of joint customers.
• Defined requirements in amongst Verizon, Comcast, Time Warner, Cox, Bright House and Neustar to enable exclusivity of joint products and services through both internal and vendor software solutions. • Tested and inspected the deliverables produced by the vendor and partners and identified a backlog of opportunities to improve its business value. • Provided contract analysis, cost assessment and roadmap to wind down multi-party, multi-million-dollar hosting and licensing agreement.
VerizonManager, Customer Service Go to Market Strategy
Jan. 2009 - Sep. 2012Murfreesboro, TNBefore certifying a new device or piece of software to be distributed on the wireless network, the business needed to define and prepare the tools, systems, capabilities, training and resources to ensure that Customer Service teams could support the entire customer life cycle from learning to buying, using, paying, troubleshooting, and hopefully bragging or promoting their experience. Delivering that readiness as a competitive advantage for thousands of support professionals was the mission of the Customer Service Market Strategy Team. • Developed and implemented strategic plans for Customer Support teams in preparation for product, services, equipment and technology launches. • Developed, tested and implemented a ‘plan in a can’ for highly confidential product and device launches with less than two weeks’ notice to the business.
• Performed Journey mapping activities included designing and supervising customer experience driven device and product testing, competitive comparisons, as well as internal and external benchmarking. • Prepared gap analysis and project plans for skills, tools, documentation, communication for each launch. Defined and facilitated a blend of on site and virtual launch command center support for 7 call centers for each device and software launch. • Elicited launch analytics requirements and drove root cause analysis for all unexpected trends. • Cultivated cross-functional relationships among Customer Service, Reporting, Marketing, Network, Product, Device and OEM teams to develop risk management approaches that continuously delivered improving results against internal benchmarks. • Managed and developed a business analyst direct report as well as indirect project reports who also provided project leadership and strategic input.
VerizonManager, Customer Service Projects - Tech Strategy
Aug. 2006 - Jan. 2009Murfreesboro, TNManager, Customer Service Projects - Tech Strategy (August 2006 - January 2009)
Customer Service Technical Support teams must be ready to support and troubleshoot connectivity, products, devices for all kinds of wireless customers. The tech strategy teams were aligned to be ready to expertly support the constant emergence of new projects, services, devices and capabilities, standardize that support structure and then mainstream it to tier 1 teams to reduce the cost of support and create capacity for supporting the emergency of the next new thing. In addition to onboarding new support types, I worked with multiple call center locations to improve operating results.
• Implemented strategic projects for customer Tech Support including development and execution of a call routing strategy which was eventually adopted across all areas, and management for new call center work types.
• Partnered with marketing, sales, OEMs and internal training to ensure strong handshake for all go to market efforts while under confidentiality and Non-Disclosure agreements. • Contributed to technical support curriculum standardization and review, and user experience device and software testing. • Drove best in class results for customer experience, efficiency and support driven growth through reporting, analysis and strong partnership with diverse leaders across multiple geographic locations and business units.
• Managed intake and project management for new call center tech support work types. • Partnered with consumer device OEMS on scope of support strategy, reducing device returns, improving software update process. • Partnered as liaison between Tech Support teams and Network Operations Center engineers and technicians, ensuring a robust feedback loop between our network teams and our customers.
VerizonConsultant, Customer Service Operations
Nov. 2003 - Aug. 2006Murfreesboro, TNAs a Consultant for Enterprise Local Number Portability, I owned the number porting experience in and out of the organization for large (1K+ lines) companies. Enterprise business customers required a reliable, flawless experience for bringing thousands of active critical business phone numbers into a new service provider. Business Sales teams needed education, tools and infrastructure to set the right expectations and deliver on their brand promises to new customers. Customer Service Operations teams required tools, training, systems, policies and programs to execute those port orders with minimal friction, and best in class efficiency. All of this was needed without any industry precedent. Using strategic planning, project management and collaborative skills, I worked with enterprise customers, sales teams, regulatory liaisons to iteratively deliver a best in class process. • Designed and led the development of the first bulk port process for Verizon’s LNP Enterprise customers.
• Reduced fallout from bulk porting processes. • Converted the workflow for a 100% manual offline process to 80% online and automated laying a foundation for continuous efficiency improvement. • Developed and facilitated training for sales implementation managers as well as customer service operations teams. • Defined and iterated on measurement system for customer experience, efficiency, accuracy. • Specified system and software requirements for process automation and partnered with IT teams on delivery roadmap.
• Partnered with industry on best practices to balance regulatory requirements, customer privacy, and enterprise customer experience on the port out process for 1,000+ lines of service.
• Provided discovery, measurement, analysis, improvement and control recommendations for best in class call center efficiencies.
SprintManager, Compliance & Fraud
Oct. 1999 - Nov. 2003Continuously identified and prioritized loss exposures with related audits. Developed investigatory practices. Investigated fraud events. Developed and implemented comprehensive contributory analysis to reduce the number of losses and cost per loss.
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